Troubleshooting

The problems reported most, with what to check first. Almost none is a fault — almost all are a setting in the wrong place.

The ticket never reached the kitchen

1. The product has no prep area. Check it in Menu; without one, it goes to no screen.
2. The kitchen screen's filter is set to another station.
3. The line is on a held course (C2 or later) and hasn't been fired yet.

A table won't mark as served

It still has a held course. An order never moves to served while the kitchen hasn't seen everything.

The public menu is showing old prices

The menu is a frozen copy. Editing in the POS doesn't change it: you need to Publish changes. The screen tells you how many products changed since the last publish.

The same applies to the website.

The cash-out doesn't balance

1. Were there payments with no shift open? The Shifts screen says so when it happens.
2. Were there cash refunds? They leave the drawer and come off the expected figure.
3. Is the payment method's kind set to cash? One called "Cash" but of kind "Other" doesn't enter the count.

Someone's tips look inflated

There's a shared PIN. Everything charged with that PIN is attributed to one person. Everyone needs their own.

Loyalty points aren't accumulating

The order was charged with no guest assigned. Points need the server to link the guest before charging.

Inventory isn't going down

1. Does the product have inventory consumption set up, with items or a recipe?
2. Stock is deducted when charged, not when sent to the kitchen. Open checks haven't deducted yet.

It won't stamp an invoice

1. Your issuer tax details are missing — RFC, legal name, regime, postal code.
2. The receptor's tax postal code is missing; ask the guest for it.

If the result says Test stamp, the test PAC was used and it isn't a valid invoice.

I can't delete a role

Someone still holds it, or there are pending invitations with that role. Nantli tells you how many. The last role that administers the property can never be deleted.

A product isn't showing at the terminal

1. It's marked as not available at the POS.
2. It's archived.
3. Its category is archived.

The device code doesn't work

It lasts 15 minutes and works once. Generate a new one with the iPad in your hand.

Still not resolved

Write to us at [email protected] with the property, the rough time, and what you expected to happen.

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